NHS England and NHS Improvement, 3 Piccadilly Place, Greater Manchester
As a Complaints Administrator , the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints. In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the ...
NHS England and NHS Improvement came together on 1 April 2019 as a new single organisation. The NHS Long Term Plan focuses on delivering integrated care to patients at the local level and we can best support the NHS to deliver this as a single integrated organisation.
Our new operating model represents a strong shift to regional delivery supported by expert corporate teams. Local health systems are supported by our integrated regional teams who play a major leadership role in the geographies they manage.
We are jointly committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.
As a Complaints Administrator, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.
In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of complaints (including holding a small caseload of non-clinical complaints), gathering information and undertaking enquires as and when is necessary for the head of department, teams and the department.
The Complaints Administrator provides a triage service on behalf of the Regional Complaints Team in terms of all new incoming work into the team. They provide a “front of house” service to complainants, service providers and all stakeholders. They oversee standardised elements of the complaints process including acknowledgement, consent, records management, liaison with the Parliamentary and Health Service Ombudsman regarding requests for files. They will ensure that the CRM database is up to date and any contact and/or activity relating to a complaint is contemporaneously documented in the system (with attachments when relevant). They may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the complaints process.
Delivering High Standards
To ensure the provision of a quality complaints service to the standards outlined in the Complaints Quality Framework and in keeping with the PHSO’s principles of good complaints handling and ‘My Expectations’ Promoting equality and reducing inequalities
To create an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality. Working with others
To work with external stakeholders and partners including commissioned services to provide a quality complaints service to our customers
To work in partnership with others and as part of cross directorate teams to deliver successful outcomes.
To coordinate activities of other officers in the awareness of the business agenda with specific reference to communication of directorate and corporate activities . Developing an excellent organisation
Supervises staff in day to day activities as directed, allocating and checking work as necessary.
Working together with other administrators/PA’s to provide an effective network of communication including dealing with visitors to the base and being flexible to cover other administrators’ general duties on the base.
Providing guidance and advice on relevant policies and procedures.
Participate in Research and Development activities as directed.
The Team will be part of positive and engaging relationships with key stakeholders including CCGs and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints.
Our commitments to you
We are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes. We welcome applications irrespective of people's age, disability, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.
Applications are welcomed from applicants who wish to apply for a position on the basis of a smarter or flexible working arrangement. Where candidates are successful at interview, such requests will be taken under consideration and accommodated where the needs of the service allow.
Please note that we currently do not accept applications via CV or recruitment agencies.
The NHSBSA is responsible for the processing of your application; a privacy notice is attached to advise you on how we will process your personal data.
After applying via NHS Jobs, your submitted application will be imported into our preferred third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.
You will not be able to track the progress of your application or receive messages through NHS Jobs, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via NHS Jobs. If you have a query relating to your application, please contact the recruitment team on firstname.lastname@example.org or 0300 330 1369.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the current Resident Labour Market Test which will be in place until the end of December 2020. UK Visas and Immigration requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.
From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.
Guidance can be found here Criminal Records Checks For Overseas Applicants
I wrote a very large article about my complaints with the NHS. On reflection I do no want to wash my dirty washing in public.
This site is redundant - I did not get called to interview for the job I applied for.
I yo want to make a complaint you can sign in with password : nhscomplaint and simply add your story.